1 Data by goodbaby

VIEWS: 8 PAGES: 11

									Hertzberg Statements and Ratings
                                                 l=Like
              Like or Dislike statement          d=Dislike Rating       Importance   Specific comments
Little to no flexibility                         d                  4            4   leave early or take a long lunch
Competitive                                      d                  3            3   evil looks when want off so don't want to ask
Senority rules                                   d                  4            2   responsibility goes to senior staff
Due to phones, minimal external activites        d                  2            2
Talking to patient                               l                  4            5
Helping patients                                 l                  5            5
Celebrating special occassions                   l                  4            4
Still get complaints                             d                  4            4   even after listening and trying to work it out
                                                                                                                                      INSTRUCTION Data entered directly off the
Not hearing satisfaction on what we do accomplishd                  2            2
                                                                                                                                      Hertzberg Review. Enter Like or Dislike
Damned if you do & damned if you don't           d                  4            4                                                    Statement you read back to the customer.
Questioning comings& goings of everyone          d                  2            4
Staff expresses wants/needs/info                 l                  5            5
Celebrate together, laugh together               l                  5            5
Staff meetings everyone participates             l                  3            5
Positively take on projects                      l                  5            5
Respect from team                                d                  4            5
Small department we get overlooked               d                  3            4
Technology                                       d                  4            3
Limited amount of information can give patient d                    5            5
Gossipy                                          d                  5            2
Close group                                      l                  4            4
Relaxed atmosphere                               l                  4            2
Rewarding, making a difference                   l                  5            5
Team feedback                                    l                  4            5
Knowing the most up to date information          d                  5            5
                                                  the
Communication that information to everyone on d team                3            5
                                                 d
How do we file that information, keep track, organize               5            5
At times only 2 people on phones                 d                  5            5
People I work with                               l                  5            4
Work as a team                                   l                  5            5
Being able to help, supply information           l                  5            5
Learning more about hospital                     l                  5            5
Flexibility - scheduling                         d                  4            4   not comfortable asking, even going
                                                 d
Feel like putting team out if have to change schedule               4            1
# of people on phone at times                    d                  2            2
Computers slow                                   d                  3            3
Talking to patients                              l                  5            5
Office set-up/openness                           l                  4            4
Questions - go to people for help                l                  5            5
Inadequate access to answers                     d                  2            5
Not thought of for communication info            d                  5            5   we had to be proactive about this
Put out our #, then let us know                  d                  5            5
Space - noise level                              d                  3            3
Inexperience with mgmt                           d                  5            5
Improved communication access/proactive          l                  4            5
                                                 l
Making a positive difference with people/rewarding                  5            5
Give a person the time/undivided attention       l                  4            4
Seeing benefits from marketing ourselves/servicesl                  4            4
                                                 l
Automated self referral tracking/enrollment system                  5            5
Would like to be busier                          d                  3            5
Boring                                           d                  3            5
Inflexible                                       d                  5            5   understand phones manned = schedule
Keeping track of late & out                      d                  4            3
Competition                                      d                  5            5   # 3mails, # calls, not working = petty
Supervisors personalble                          l                  5            5
Don't take work home 8-5 job                     l                  5            5
Paid well considering what I do                  l                  5            5
Technology                                       d                  4            5   website, anything online, always down
Having to call the patient back                  d                  3            5
Access to information/communications             d                  2            5
Noise in environment, not all the time           d                  3            4
The department trying hard to fix things         l                  5            5
Feel good helping callers                        l                  5            5
Mgmt - very understanding/lenient but not too l                     5            5
Doing both email & phone                         l                  4            4
Hertzberg Sorted Statements and Ratings
                                                         l=Like
                      Like or Dislike statement          d=Dislike Rating       Importance   Theme
Still get complaints                                     d                  4            4   e
Not hearing satisfaction on what we do accomplish        d                  2            2   e
Damned if you do & damned if you don't                   d                  4            4   e
Questioning comings& goings of everyone                  d                  2            4   e
Respect from team                                        d                  4            5   e
Gossipy                                                  d                  5            2   e
Space - noise level                                      d                  3            3   e
Inexperience with mgmt                                   d                  5            5   e
Competition                                              d                  5            5   e
Noise in environment, not all the time                   d                  3            4   e
Celebrating special occassions                           l                  4            4   e
Staff expresses wants/needs/info                         l                  5            5   e
Celebrate together, laugh together                       l                  5            5   e
Staff meetings everyone participates                     l                  3            5   e
Positively take on projects                              l                  5            5   e
Close group                                              l                  4            4   e
Relaxed atmosphere                                       l                  4            2   e
Team feedback                                            l                  4            5   e
People I work with                                       l                  5            4   e
Work as a team                                           l                  5            5   e
Office set-up/openness                                   l                  4            4   e
Questions - go to people for help                        l                  5            5   e
Supervisors personalble                                  l                  5            5   e
The department trying hard to fix things                 l                  5            5   e
Mgmt - very understanding/lenient but not too            l                  5            5   e
Small department we get overlooked                       d                  3            4   I
Limited amount of information can give patient           d                  5            5   i
Knowing the most up to date information                  d                  5            5   i
Communication that information to everyone on the team   d                  3            5   i
How do we file that information, keep track, organize    d                  5            5   i
Inadequate access to answers                             d                  2            5   i
Not thought of for communication info                    d                  5            5   i
Put out our #, then let us know                          d                  5            5   i
Having to call the patient back                          d                  3            5   i
Access to information/communications                     d                  2            5   i
Improved communication access/proactive                  l                  4            5   i
Little to no flexibility                                 d                  4            4   s
Competitive                                              d                  3            3   s
At times only 2 people on phones                         d                  5            5   s
Flexibility - scheduling                                 d                  4            4   s
Feel like putting team out if have to change schedule    d                  4            1   s
# of people on phone at times                            d                  2            2   s
Inflexible                                               d                  5            5   s
Keeping track of late & out                              d                  4            3   s
Technology                                               d                  4            3   t
Computers slow                                           d                  3            3   t
Technology                                               d                  4            5   t
Senority rules                                           d                  4            2   w
Due to phones, minimal external activites                d                  2            2   w
Would like to be busier                              d   3   5   w
Boring                                               d   3   5   w
Talking to patient                                   l   4   5   w
Helping patients                                     l   5   5   w
Rewarding, making a difference                       l   5   5   w
Being able to help, supply information               l   5   5   w
Learning more about hospital                         l   5   5   w
Talking to patients                                  l   5   5   w
Making a positive difference with people/rewarding   l   5   5   w
Give a person the time/undivided attention           l   4   4   w
Seeing benefits from marketing ourselves/services    l   4   4   w
Automated self referral tracking/enrollment system   l   5   5   w
Don't take work home 8-5 job                         l   5   5   w
Paid well considering what I do                      l   5   5   w
Feel good helping callers                            l   5   5   w
Doing both email & phone                             l   4   4   w
RXI        sum R X I   Sqrt(Avg(R XI))
      16        145               3.7     Key for Themes
       4                                  s = Scheduling
      16                                  w = Work assignments
       8                                  e = Environment/Team
      20   3, 4,5,6,7,8,11                t = Technology
      10           99                     i = Information Communication
       9
      25                                  Red = Subcategory calc of environment
      25
      12
      16         311          4.5 l
      25   13,15,17,18,19,21,22,23
      25         151
                                             INSTRUCTION
      15          86
                                             1) As you review the statements, look for
      25   14,16,20,24
                                             common statements or themes of a cluster of
      16                                     statements. Give them a key sorting code (e
       8                                     for environment) then sort primary sort by
      20                                     theme, secondary sort by like/dislike.
      20                                     2) Create a R x I column with the formula
      25                                     3) Create as um of R x I column to get a sum of
      16                                     like and sum of dislike RxI for each theme.
      25   25,26,27                          4) Create a Square Root (Sum of R x I column)
      25          75                         and calculate for each theme
      25                                     5) If you want subcaregories of a theme do
      25                                     them in a different color
      12         187              4.3 d
      25
      25
      15
      25
      10
      25
      25
      15
      10
      20          20              4.5 l
      16         111              3.6 d
       9
      25
      16
       4
       4
      25
      12
      12          41              3.7 d
       9
      20
       8          42              3.2 d
       4
15
15
20   318   4.7 l
25
25
25
25
25
25
16
16
25
25
25
25
16
Summary of Hertzberg Surveys
Intensity    Rating
Sum          SqRoot
(R X I)     Avg(RXI) R = Rating I = Importance
                     Environment/Team
  145          3.7    Dislikes
   21          3.2   Positive Atmosphere/Space
   25          5.0   Management
   99          3.8   Communication/Respect
  311          4.5    Likes
  151          4.3   Positive Atmosphere/Space
   75          5.0   Management
   86          4.6   Communication/Respect
                     Information/Communication
  187          4.3    Dislikes
   20          4.5    Likes
                     Scheduling
  111          4.3    Dislikes
  n/a          n/a    Likes
                     Technology
   41          3.6    Dislikes
   n/a         n/a    Likes
                     Work Assignments
   42          3.2    Dislikes
  318          4.7    Likes


                     Dislikes
  145         3.7    Environment/Team
  187         4.3    Information/Communication
  111         3.6    Scheduling
   41         3.6    Technology
   42         3.2    Work Assignments

                     Likes
  311         4.5    Environment/Team
   20         4.5    Information/Communication
                     Scheduling
                     Technology
  318         4.7    Work Assignments
                                                                          Employee Hertzberg
                                                                 Intensity: Sum (Rating X Importance)


                                         350
                                                                                                             318
                                               311
                                         300
Intensity (Sum of Rating & Importance)




                                         250


                                         200                    187
                                                                                                                        Likes
                                                                                                                        Dislikes
                                                     145
                                         150

                                                                                   111
                                         100


                                          50                                                            41         42
                                                           20

                                           0
                                                                                       Employee Hertzberg
                                                                      Relative Rating: SQRT Average (Rating X Importance)


                                                    5.0                                                                     4.7
                                                          4.5          4.5
Relative Rating: SQRT Average Rating X Importance




                                                    4.5                      4.3

                                                    4.0         3.7
                                                                                               3.6                3.6
                                                    3.5                                                                           3.2

                                                    3.0

                                                                                                                                        Likes
                                                    2.5
                                                                                                                                        Dislikes

                                                    2.0

                                                    1.5

                                                    1.0

                                                    0.5

                                                    0.0
                                                                                 Environmental Breakdown
                                                                            Intensity: Sum (Rating X Importance)


                                          160
                                                     151


                                          140



                                          120
Intensity: Sum of (Rating x Importance)




                                                                                                                                 99
                                          100

                                                                                                                       86
                                                                                                                                           Likes
                                           80                                          75
                                                                                                                                           Dislikes


                                           60



                                           40

                                                                                                25
                                                                21
                                           20



                                            0
                                                Positive Atmosphere/Space              Management                  Communication/Respect
                                                                                                Environmental Breakdown
                                                                                  Relative Rating: SQRT Average (Rating x Importance)


                                                      6.0



                                                                                                    5.0      5.0
Relative Rating: SQRT Average (Rating x Importance)




                                                      5.0
                                                                                                                                    4.6
                                                                 4.3


                                                      4.0                                                                                     3.8


                                                                            3.2
                                                                                                                                                        Likes
                                                      3.0
                                                                                                                                                        Dislikes




                                                      2.0




                                                      1.0




                                                      0.0
                                                            Positive Atmosphere/Space                Management                 Communication/Respect

								
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